THESE NEED TO BE EMBRACED NOT IN THE FUTURE, BUT RIGHT NOW.
SEPTEMBER 2020 ROM KRUPP
As the pandemic has stretched on, it’s become abundantly clear that once COVID-19 has waned, the “normal” that we’ll all be living in will be very different from the “normal” we experienced pre-pandemic.
What was one of the first places where we caught a glimpse of what the future might hold? The restaurant industry.
Countless full-service establishments have bent over backward to adapt to pandemic conditions and find a way to serve customers who are, and should be, looking for ways to avoid contact at every step of the customer journey.
With all the changes that journey has undergone, due both to restaurant adaptations and customer behavior, it’s critical to ask what that journey will look like once the pandemic has passed. How can full-service restaurants recover?
There are two key elements that I believe will have to be embraced—not in the future, but right now.
One is contactless dining. The other is labor optimization.